A fter-sales support should be the reasonable expectation of any customer considering the purchase of automated warehousing equipment and systems . After all , when a company invests in automated technologies , it invests in its future . This also means , for original equipment manufacturers ( OEMs ), installation and go live is just the beginning of its relationship with clients . Periodic inspection and maintenance is needed to ensure the longevity of all automated equipment and a strong after-service team provides benefits to both clients and manufacturers .
A healthy and consistent working relationship between customers and an after-sales support team provides customers with the benefit of an extended support staff that has experience in servicing multiple sites and systems . For an after-sales support team to be effective in serving customer needs , they rely on the expertise of other departments including project management and engineering ( applications , mechanical , electrical , controls and software ) to provide customers with complete solutions to meet their needs . Involving the OEM ’ s after-sales support team in conjunction with its maintenance and operations teams is a winning combination that provides maximum system up-time benefits as well as the training benefits that come from these combined support efforts .
Hallmarks of Excellent Service
The keys to providing excellent customer service are the experience , dedication and desire of the employees on the after-sales support team to provide the best possible service for customers . When evaluating the after-sales support of a potential automated equipment and solutions manufacturer , companies should ask how long employees have been working with the automation equipment and systems . Also , find out the OEM ’ s turnover rate . Longevity and a low turnover rate are two indicators of a team that has the product knowledge and consistency needed to support a company ’ s equipment and business for the long term .
Moving Forward — Proactively
While most manufacturers offer service agreements , operating under a proactive system support agreement can have many benefits . These agreements usually include upgrades and retrofitting of projects as technology changes or design improvements are made to the equipment . A proactive service plan eliminates most reactive maintenance events . However , a responsive after-sales service team will help to reduce downtime if there is such an event .
A Win-Win Situation
Customers are not the only ones who benefit from a strong after-sales service team . Manufacturers also benefit . An active after-sales support team is the communication conduit to manufacturers ’ customers allowing them to track trends in parts consumption and maintenance needs . This trend information allows them to continuously improve their products and services as well as customer satisfaction through the expected life cycle of equipment and systems .
Automated equipment and solutions are an investment for the long term . Selecting a partner with a dedicated after-sales team ensures that businesses can get the most out of their investment . Similarly , manufacturers that develop effective after-sales teams that provide excellent customer service and proactive solutions will garner greater customer loyalty , thereby leading to continued revenue growth .
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